Marchica Lagoon Resort — Hotel in Nador

Feedback/ Review from my stay in Marchica 1- Day of arrival : After a long day of traveling The "Bagagiste" did not even dare to help me with my luggage, standing at the doors staring at me. I had to carry my luggage to the room on my own. As any 5-star hotel/Palace, having a cup of water at my arrival is a strict minimum, I asked for a cup of water, I ended up being charged for a bottle of "Sidi Ali", Any hotel in the world would offer their customers a cup of water or at least have a water fountain at the lobby especially for arriving customers. 2- During my stay: Nobody answers the phone at the reception, I had to call several times to 10 times for me to send my request. I asked the receptionist to book a jetSki, she showed me the menu and tried to call the vendor several times with no answers, she asked me to go to the beach and talk to the guy directly. I ended up walking to the beach to find out that nobody at the beach, the vendor had 2 canoes and was not even present to show me the offerings. The receptionist was not aware that the vendor might not even be in business due to covid. The receptionist did charge twice the complete amount of stay upfront by error, and she argued that there was no mistake, I had to call the bank to send us a statement then talk to the financial person at Marchika to clear the payment error. While walking past the swimming pool, I got stopped by the security guard telling me the Hotel Director lives nearby and we are not allowed to bother him. "I have never heard in my entire life experience that we are not allowed to walk in the premises that we are paying for so we are not bothering the director who is paid from guests revenue" I believe that the personnel has no clue on how to treat customers, they all have good intentions, very respectful however they don't know the appropriate way to treat customers and i strongly believe it is due to training they received. The price to stay in Marchika is high, this is not a bad thing, however, when the price is high, it does come with customer experience, as a customer why would I pay 2500DH per night to get treated as such knowing that the location is very far? Your competitors have way better prices and extremely successful customer service. Unfortunately, I will never go back to Marchika nor I will recommend anyone to come here. Rooms did not have coffee, we asked for coffee, we found out that coffee is not for free in the rooms, Any hotel in the world offers in-room coffee for their customers even motels. When I asked the receptionists, she said because we did so many mistakes we will give it to you for free due to the number of errors. -I ordered dinner to be delivered in-room while paying extra for the balcony and ocean view, I wanted to enjoy a nice dinner on the balcony all of a sudden they started putting chemicals in the premises for the backyard that I almost could not breathe, I had no option than eating inside the room.

3- on a positive note: The rooms are extremely nice, the design is great, very comfortable. I hope that my feedback can help improve...

I arrived at the Marchica Lagoon Resort Hotel, Nador, early evening of 24 May 2024. The Hotel appeared small from the outside but grand from the inside. I was welcomed warmly upon reaching the reception. This warmth spread throughout my stay. ||I was escorted to my room which had a partial view of the Lagoon though I explicitly requested a room facing the Lagoon directly. I tried convincing the reception that a partial view rate was not the same as the front full view with no success. The Hotel's Management refused my pleas and did not bother to alter the rate either. ||The room was beautifully furnished in modern style. The bed's mattress was comfortable and so were the pillows. Everything was spotless. The room was nicely laid out. I liked the star lighting over the fridge area. The decor was simple and classy. Most of the furnishing was in white and relaxing. I had difficulty closing the curtains.||The bathroom was gorgeous too. It had all the amenities one would expect. The quality and looks of the shower's toiletries did not reflect the status of the Hotel. The daily clean-up of the room/bathroom was standard with no extra touches. No turn-down service was taken at night except the night of my travel on the following day.||The staff at the main restaurant on the ground floor and the formal restaurant on the first floor were as warm as all the other staff of the Hotel. Chef Naima was amazing. She followed my food regimen without prejudicing to the requirements of the Management or to the taste of the dish itself. She understood and acted fast. The food was placed on my table in less than the standard time and in a great taste too.||Though the main restaurant had the standard breakfast, its quality was not high. I expected to see organic Moroccan honeys, and other varieties of bread. ||I enjoyed working out at the Hotel's gym. Its working hours did not suit me but the Management managed to open its door earlier. It had few treadmills and cardio equipment. I believe the heaviest dumbbell was 20kg. The stand stations worked the primary muscles. So in effect, the gym served the purpose of maintaining a fit workout.||The bar/coffee place, which I did not recall its name, had a great lighthouse viewing and a great ambience. It was designed in a Spanish taste offering great Spanish tapas. ||The checkout was as great as the check-in procedure. Overall, the Hotel was great in all aspects except during reservation. The back office instead of accommodating to the guest's requirements, it imposed its own as a status quo or else one had to be penalised for alterations! There were no...

This past Friday, my sister, a friend, and I visited the pool at Marchica Lagoon Resort. We paid €300 in total over €100 per person which comes with a certain expectation of quality service, transparency, and clear information. Unfortunately, our experience was the opposite.

After sunbathing, I asked two waiters if there was a shower available. They confirmed and even pointed us in the direction. My sister went ahead while I stopped by the cocktail bar to retrieve the products I had left in the fridge and to pay. However, the card terminal wasn’t working (it also failed for the customer before me). I told them my card works I had used it earlier at the main reception and they told me to go upstairs to complete the payment.

I also asked a waitress if there were shampoo or makeup remover testers available for the shower. She said yes and kindly walked with me. I asked the staff to please inform my sister that I had gone upstairs, in case she looked for me. They told me not to worry they would tell her.

Upstairs, I paid and followed the same staff member to the “spa.” But instead of being offered a simple shower amenity, I was brought to a retail area selling expensive cosmetics. No one had told me this in advance. I just needed a basic hotel shampoo tester. Still, I bought the €38 shampoo since I felt I had no other choice. I declined the makeup remover because I had plenty at home and didn’t want to spend money unnecessarily I only needed it to avoid looking like a panda because of my mascara after showering.

When I finally returned to the pool, I found my sister completely stressed. She had been looking for me for 30 minutes. The staff I had spoken to earlier had all denied knowing where I was. To make matters worse, it turned out there was no actual shower at the pool just a toilet and a dishwashing sink. So all along, we had been misled, and I had bought expensive shampoo for no reason.

To summarize: • Staff gave us false information about the showers. • They failed to relay a simple message to my sister despite promising to. • I was misled into entering a retail space instead of being offered a basic guest necessity. • There was no transparency about the lack of basic shower facilities, which should be standard at a paid resort pool.

This was meant to be a relaxing day, but it became a stressful and frustrating experience. For a €100 visit, we expected honesty and basic guest care not miscommunication and...